The Role:
Our client is seeking a Senior Emergency Responses Manager to lead and coordinate the delivery of high-quality services for individuals experiencing homelessness within the community. This strategic role involves managing a team, identifying and addressing service gaps, and implementing innovative solutions to enhance service delivery. The role focuses on embedding trauma-informed practices and organizational values across all emergency responses.
Key Responsibilities:
Leadership & Management:
* Lead and develop a team of managers, ensure service continuity, and oversee the implementation of trauma-informed practices.
* Proactively identify gaps in service provision and design solutions for these, including the development of new services.
Culture & Collaboration:
* Foster a positive, values-driven culture, promote collaboration across teams, and ensure alignment with organizational strategic goals.
* Model leadership behaviours and embed a positive values-led culture.
Operations:
* Ensure continuity of service delivery, including adequate staffing, and step in at times of staffing crises in Community Services.
* Ensure that managers operate the day-to-day functions of the service smoothly and in accordance with the policies and procedures of the organisation.
* Maintain confidentiality in accordance with the organisation's Data Protection Policies and Procedures and agreed information sharing protocols.
Client Services:
* Support managers to ensure a safe, welcoming and friendly environment is established and maintained in the operation of the services.
* Support the development and embedding of a proactive and flexible approach to client engagement.
* Ensure that services operate a care and case management system in line with best practice.
* Establish appropriate and effective procedures for communication and consultation with clients, including supporting the organisation’s policy of encouraging client involvement in various ways.
* Support managers to ensure that clients are consulted and involved in the operation of the project to the greatest practical extent.
* Embed a culture of positively receiving complaints and feedback, ensuring that complaints are processed and dealt with in line with policy and procedure, and engage in the processing of escalated complaints.
* Support managers and teams to reframe challenges in positive terms as learning opportunities for individuals and the organisation, and to support compassion, understanding, pragmatism and resilience in teams.
Interagency Collaboration:
* Communicate effectively and respectfully with colleagues across agencies.
* Develop and nurture positive and strategically beneficial relationships with relevant external agencies.
* Support managers to report on work and activities to funders as appropriate.
* Represent the organisation at external meetings and events and present the work of the organisation when required.
Health & Safety:
* Provide leadership in the development and operation of Health and Safety procedures and practices across all services and properties linked to the family services, including the office spaces and accommodation units.
Person Specification:
Essential:
* A minimum of five years experience of working in a management role in a comparable area of work.
* A minimum of five years experience of working with vulnerable communities.
* A recognised third-level qualification (minimum level 8) in Social Care or a related field.
* A minimum of three years’ specific experience of working with people experiencing homelessness.
* A commitment to the Vision, Mission and Values of the organisation and the achievement of the organisation’s strategic goals.
* A thorough understanding of the nature of difficulties in a community and the complex needs of homeless families.
* Full clean driving license and own transport.
Desirable:
* Management qualification.
Core Competencies:
* An ability to develop and promote a culture of understanding, ownership and delivery of the organisation’s vision.
* An ability to drive and maintain a culture of expected standards of behaviour within the organisation.
* Strong Management, Leadership and Mentorship Skills.
* Strong change management skills.
* Strong advocacy skills.
* A vision for the future of responses for families in the community.
* Dynamism and creativity.
* An ability to strategically evaluate the services provided by our organisation and outcomes for our clients.
* A commitment to working with a diverse client and staff group.
* A commitment to collaborating with other agencies and services in the delivery of services.
* An ability to build and maintain positive effective relationships and networks.
* An ability to take responsibility for service delivery and outcomes.
* A commitment to encouraging and promoting a healthy working environment which fosters trust, respect and hard work.
* Innovation in identifying new ways of working with, liaising with and engaging with clients.
* An ability to solve complex problems, creating effective and innovative solutions.
* Promotion of a culture of high-level trust and integrity.
* An ability to remain calm and composed within a demanding and stressful environment and situations, focusing on tasks and goals and role modelling effective management of challenging situations to staff.
* An ability to model the highest standards of professional practice and encourage others to strive for the same.
* Excellent report writing, IT, communication and presentation skills.
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